Operations

F-Commerce Trap 2: Fragmenting the Customer Experience

June 23, 2011

Your customers expect a seamless shopping experience. They want to be able to cross channels and jump platforms at their convenience without having to re-introduce themselves to you every time they venture into a new area. From their perspective, you should recognize them where ever they happen to be. That expectation was more realistic in [...]

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How to Improve Customer Loyalty – Easy Trumps Exceptional

June 16, 2011

Long ago in a galaxy far away exceptional customer care kept people coming back for more. Companies worked overtime to wow their customers. Adages like “the customer is always right” were corporate rules to live by. Then things changed. Companies became less focused on delivering exceptional experiences and customers cared less about having them. Sometimes [...]

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5 More Reasons Customers Stop Buying

June 14, 2011

Keeping customers active in the buying process is the best thing you can do for your business. If your customers are leaving, they have a reason. Finding out why they stop buying is the first step to fixing your customer retention problems and improving customer relationships. Here are five reasons to consider: Buying from your [...]

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Does Social Media Belong in Marketing or Customer Service?

April 27, 2011
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In 2006 I wrote an article for Multichannel Merchant magazine entitled “Marketing from the Back-End.” The primary point was that marketing and operations were equal and complimentary partners. They have a symbiotic relationship that helps a business reach its full potential if they work together. That is one big IF because marketing and service rarely [...]

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How to Deliver Top-Notch Customer Care without Spending a Nickel

December 15, 2010

Sometimes people get so caught up in tools and technology that they forget how to make things work without them. Having the latest and greatest customer relationship management is cool, but it isn’t required to deliver an exceptional experience. Your customers want to complete their transaction with the minimal amount of effort. They don’t want to be your friend, buddy, or pal (unless it comes with great deals or other benefits.) If you can consistently deliver on your promises and resolve any issues quickly your customers will be happy.

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